Methods and systems for multiple channel authentication

ABSTRACT

Methods and systems for multiple channel authentication are described. In one embodiment, a request for a combined voice and data call is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the combined voice and data call may be routed to a representative based on the contextual information to continue the exchange.

TECHNICAL FIELD

Various embodiments of the present disclosure generally relate toauthentication. More specifically, various embodiments of the presentdisclosure relate to methods and systems for multiple channelauthentication.

BACKGROUND

Organizations strive to ensure secure and convenient user access toservices and accounts. With the proliferation of identity theft and thegrowing emphasis on convenience, organizations are forced to find abalance between sufficient security procedures and accessibility ofservices/accounts. Many systems sacrifice convenience and efficiency ofuse for security measures, such as by requesting authenticationinformation several times during the course of an interaction with theuser. As such, techniques are needed that provide for improved securitywithout sacrificing ease of use and time for the customer.

SUMMARY

In some embodiments, a method and system of user authentication isdescribed. In some embodiments, a method includes receivingauthentication information of a user into a mobile application thatallows the user to engage in activities through the mobile applicationon a mobile device. The user may be authenticated to the mobileapplication, and in response to receiving a request from the user, avoice and data call to an organization may be initiated from within themobile application. Initiating the voice and data call may includetransferring the authentication information in connection with the voiceand data call to allow pass-through authentication to a representativeof the organization.

The method may further include determining whether a connection betweenthe mobile device and a communications network can support the voice anddata call. In some embodiments, the method includes indicating, to theuser, that the representative of the organization could not be contactedthrough the voice and data call and presenting additional channels forthe user to communicate with the organization. The additional channelsmay include at least one of: text messaging, a voice call, chat, web,video call, or electronic mail. Initiating the voice and data call mayfurther include transferring, in connection with the voice and datacall, data related to existing or prior activities on the mobile device.The data related to the activities may comprise a webpage or a view thatthe user was accessing within the mobile application. The data relatedto the activities may include media (e.g., insurance document,photographs of an accident, etc.) relating to the activities.

In some embodiments, the voice and data call is routed based on acontent of the data related to the activities the user was engaging inprior to the voice and data call. In other embodiments, the voice anddata call is routed based on an assumption of user intent, where theassumption of user intent is determined using predictive analytics(e.g., based on what the user has done in the past, what other usershave done in similar situations, patterns, etc.). The voice and datacall may be suspended when the user answers an incoming legacy phonecall on the mobile device. After the voice and data call has ended, theuser may be returned to the activity within the mobile application thatthe user was engaging in prior to the voice and data call. The methodmay further include presenting information relating to therepresentative to the user.

In other embodiments, a computerized method may include receivingauthentication information from a user on a first channel;authenticating the user on the first channel thereby initiating asession between the user and an organization; allowing the user toengage in activities with the organization through the first channel;receiving a request to communicate with the user on a second channel;and transferring the session to the second channel in response toreceiving the request. Transferring the session to the second channelmay include passing authentication information to authenticate the userto the second channel. Transferring the session to the second channelmay further include transferring data relating to the activities theuser was engaging in prior to receiving the request to transfer thesession.

In some embodiments, the first channel and the second channel are notthe same type of channel. The types of channels may include: a mobileapplication, a voice and data call, a voice call, a webpage, a webportal, a mobile device, ATM, watch, vehicle, television, game console,connected smart devices, and a personal computer. In some embodiments,the first channel is a mobile application and the second channel isvoice and data call with a representative of the organization. The voiceand data call may be initiated from within the mobile application. Theuser may be authenticated to the second channel using the authenticationinformation.

A method may include receiving a request for a combined voice and datacall initiated from within a mobile application. The request may includeauthentication information and contextual information relating to acurrent exchange between the mobile application and an organization. Theuser may be authenticated with the authentication information and thecombined voice and data call may be routed to a uniquely skilledrepresentative based on the contextual information to continue thecurrent exchange. In some embodiments, the method may further includedisplaying the contextual information, the authentication information,and a method of authentication (e.g., PIN, username/password, biometricscan, etc.) on a screen to the representative, where the contextualinformation may include an activity of the mobile application.

The activity may include one of the following: submitting an insuranceclaim, applying for a loan, transferring money, applying for insurancecoverage, checking a bank statement, or setting up a new financialaccount. In some embodiments, the method further includes determiningthat the uniquely skilled representative is currently unavailable,indicating this to the user, and suggesting alternative channels tocontinue the interactive exchange.

While multiple embodiments are disclosed, still other embodiments willbecome apparent to those skilled in the art from the following detaileddescription, which shows and describes illustrative embodiments. As willbe realized, embodiments of the present disclosure are capable ofmodifications in various aspects, all without departing from the scopeof the present disclosure. Accordingly, the drawings and detaileddescription are to be regarded as illustrative in nature and notrestrictive.

BRIEF DESCRIPTION OF THE DRAWINGS

Embodiments of the present disclosure will be described and explainedthrough the use of the accompanying drawings in which:

FIG. 1 illustrates an example of an operating environment in which auser may be authenticated in accordance with various embodiments of thedisclosure;

FIG. 2 is a block diagram illustrating components that can be includedin an authentication system in accordance with various embodiments ofthe disclosure;

FIG. 3 is a block diagram illustrating components that can be includedin an authentication system in accordance with various embodiments ofthe disclosure;

FIG. 4 is a flowchart illustrating a set of operations forauthenticating a user in accordance with various embodiments of thedisclosure;

FIG. 5 is a flowchart illustrating a set of operations forauthenticating a user in accordance with various embodiments of thedisclosure;

FIG. 6 is a flowchart illustrating a set of operations forauthenticating a user in accordance with various embodiments of thedisclosure;

FIG. 7 is a flowchart illustrating a set of operations forauthenticating a user in accordance with various embodiments of thedisclosure;

FIG. 8 is a sequence diagram illustrating an example of authenticating auser in accordance with various embodiments of the disclosure;

FIG. 9 is a flowchart illustrating a set of operations forauthenticating a user in accordance with various embodiments of thedisclosure;

FIG. 10 illustrates an example of a user interface that may be displayedon a user device in accordance with various embodiments of thedisclosure;

FIG. 11 illustrates an example of a user interface that may be displayedon a user device in accordance with various embodiments of thedisclosure;

FIG. 12 illustrates an example of a user interface that may be displayedon a user device in accordance with various embodiments of thedisclosure;

FIG. 13 illustrates an example of a user interface that may be displayedon a user device in accordance with various embodiments of thedisclosure;

FIG. 14 illustrates an example of a user interface that may be displayedon a user device in accordance with various embodiments of thedisclosure;

FIG. 15 illustrates an example of a user interface that may be displayedon a user device in accordance with various embodiments of thedisclosure;

FIG. 16 illustrates an example of a user interface that may be displayedon a user device in accordance with various embodiments of thedisclosure;

FIG. 17 illustrates an example of a user interface that may be displayedon a user device in accordance with various embodiments of thedisclosure;

FIG. 18 illustrates an example of user interface that may be displayedon the device of a representative in accordance with various embodimentsof the disclosure;

FIG. 19 illustrates an example of user interface that may be displayedon the device of a representative in accordance with various embodimentsof the disclosure;

FIG. 20 illustrates an example of user interface that may be displayedon the device of a representative in accordance with various embodimentsof the disclosure;

FIG. 21 illustrates an example of user interface that may be displayedon the device of a representative in accordance with various embodimentsof the disclosure; and

FIG. 22 illustrates an example of a computer system with which someembodiments of the present disclosure may be utilized.

The drawings have not necessarily been drawn to scale. For example, thedimensions of some of the elements in the figures may be expanded orreduced to help improve the understanding of the embodiments of thepresent disclosure. Similarly, some components and/or operations may beseparated into different blocks or combined into a single block for thepurposes of discussion of some of the embodiments of the presentdisclosure. Moreover, while embodiments of the present disclosure areamenable to various modifications and alternative forms, specificembodiments have been shown by way of example in the drawings and aredescribed in detail below. The intention, however, is not to limit thedisclosure to the particular embodiments described. On the contrary, thedisclosure is intended to cover all modifications, equivalents, andalternatives falling within the scope of the disclosure.

DETAILED DESCRIPTION

Various embodiments of the present disclosure generally relate toauthenticating a user. More specifically, various embodiments of thepresent disclosure relate to authenticating a user on a second channelwith authentication information from a first channel during a singlesession.

Organizations provide many methods for customers or users to communicatewith the organization. For example, many organizations allow users tocommunicate with the organization via a website, mobile application,electronic messaging, and chat using various devices, such as a mobiledevice, vehicle, or any other device equipped with internet connectivitycapability.

During an interaction with an organization, the user may want tocommunicate with the organization in a different manner (e.g., userwishes to speak with a representative of the organization while loggedonto mobile application). In traditional systems, the user is requiredto re-authenticate at least one time prior to or after switching ortransferring to a new communication method, such as by answeringrepetitive questions or providing other identifying information. Forexample, the user may have provided a username and password to logon tothe organization, entered a member number to switch channels to aninteractive voice response (IVR) system after initiating a phone call,and answered a series of security questions after being transferred to arepresentative. Once the user has successfully re-authenticated, theuser is generally asked to provide contextual information, such as thegeneral area of concern, the specific reason for calling, steps orprocedures the user has taken to solve the problem, etc. Thisrepetitious approach may cause users to become irritated anddissatisfied.

This disclosure is directed to an approach for multiple channelauthentication methods and systems. In some embodiments, authenticationand contextual information is transferred from a first channel to asecond channel during a session. In some embodiments, a user providesauthentication information, beginning a session and allowing the user tointeract with an organization on a first channel (e.g., accessing awebsite on a personal computer, a mobile application on a mobile device,etc.). During the same session, the user may transfer the session to asecond channel (e.g., a voice and data call with a representative,etc.). At least authentication, and possibly contextual information fromthe user's current session on the first channel may be transferred tothe second channel to authenticate the user to the second channel. Iftransferred, the contextual information may direct the user to thecorrect representative, webpage, function, etc. on the second channel.

In a specific example, a user provides authentication informationcredentials to logon to a mobile application installed on a user mobiledevice. For purposes of this disclosure, authentication information,authentication credentials, and authentication data are usedinterchangeably. While the user is using the mobile application, theuser may be presented with an option to call a representative fromwithin the mobile application. If the user selects this option, themobile application may call the representative using Voice over InternetProtocol (“VoIP”) or other comparable technology, transferringauthentication information from the mobile application. By using theinformation provided by the user during the session, the user is savedthe trouble of providing authentication information for a second time.The mobile application may also transfer contextual information relatingto the user's activities to the organization. For example, the mobileapplication may provide a webpage or function the user was accessing inthe mobile application prior to initiating the call. This capability mayprovide the representative with insight into the user's activities andreason for calling.

Examples of channels include modes of communication (e.g., acommunications network) for exchanging data between devices. Devices mayinclude, but are not limited to, computing devices such as tablets,personal computers, smartphones, point of sale devices, ATMs, connectedsmart devices such as refrigerators, watches, and laptops; telephonessuch as landline telephones or mobile phones; and face-to-face contactsuch as between a user and an employee at a brick and mortar building ofthe organization. Channels may also include software and firmwareassociated with the devices and communications devices such as webportals, applications, networks, mobile applications, and instantmessaging systems. Channels may also include hardware associated withthe computing devices and telephones, such as the network hardware,credit card scanners, and retinal scanners. Channels allow the user toengage in activities with an organization. For example, a user may use aweb portal or mobile application (i.e., a channel) to engage inactivities, such as viewing an account, trading funds, purchasinginsurance, submitting or processing a negotiable instrument.

Users may interact with the organization via channels during one or moresessions. A session may be an interactive exchange defined by abeginning interaction, such as logging into an account, and an endinginteraction such as logging out. In some embodiments, sessions betweenthe user and the organization may be contiguous time periods ofinteraction or related interactions that occur over a series of distincttime periods. In another example, a session may be a phone call, whichbegins with a user calling the organization and ends when the call isterminated. One or more activities may take place during a singlesession. For example, a mobile application account session may beginwith the user logging in using a username/password, completing severalactivities, such as checking an account balance, ordering a new creditcard, and transferring funds, and ending the session by logging out. Asession may take place through a single channel. In some embodiments, asession may include interactions over multiple channels by porting asession from one channel, such as a mobile application, onto a secondchannel, such as a voice and data call.

While this disclosure discusses the specific example of informationbeing transferred from a mobile application to a representative using avoice and data call, the concepts are equally applicable to other typesof transfers. Further, this disclosure discusses the specific examplesof authentication information and contextual information. However, thisdisclosure contemplates the transfer of other information besides or inaddition to authentication information and contextual information fromone channel to another channel.

In the following description, for the purposes of explanation, numerousspecific details are set forth in order to provide a thoroughunderstanding of embodiments of the present disclosure. It will beapparent on reading the disclosure, however, to one skilled in the artthat embodiments may be practiced without some of these specificdetails.

Moreover, the techniques introduced here can be embodied asspecial-purpose hardware (e.g., circuitry), as programmable circuitryappropriately programmed with software and/or firmware, or as acombination of special-purpose and programmable circuitry. Hence,embodiments may include a machine-readable medium having stored thereoninstructions that may be used to program a computer (or other electronicdevices) to perform a process. The machine-readable medium may include,but is not limited to, floppy diskettes, optical disks, compact discread-only memories (CD-ROMs), magneto-optical disks, ROMs, random accessmemories (RAMs), erasable programmable read-only memories (EPROMs),electrically erasable programmable read-only memories (EEPROMs),magnetic or optical cards, flash memory, or other type ofmedia/machine-readable medium suitable for storing electronicinstructions.

FIG. 1 illustrates an example of an operating environment 100 in whichsome embodiments of the present disclosure may be used. As illustratedin FIG. 1, operating environment 100 may include applications 105A-105Nrunning on one or more user devices 110A-110M (such as a mobile device,a mobile phone, a tablet computer, a mobile media device, a mobilegaming device, a vehicle-based computer, a dedicated terminal, a publicterminal, a kiosk, etc.). These user devices can include mechanisms forreceiving and sending traffic by connecting through network 115 toorganization server 120, call center 125, representatives 130, datastores 135 and 140. For example, user devices 110A-110M may run one ormore applications or clients 105A-105N that allow a user to interactwith organization server 120. Such applications may provide access toinformation such as information stored in data stores 135 and 140.

In addition, user devices 110A-110M can include network communicationcomponents that enable the user devices 110A-110M to communicate withnetwork 115 or other electronic devices by transmitting and receivingwireless signals using licensed, semi-licensed or unlicensed spectrumover network 115. In some cases, network 115 may be comprised ofmultiple networks, even multiple heterogeneous networks, such as one ormore border networks, voice networks, broadband networks, serviceprovider networks, Internet Service Provider (ISP) networks, and/orPublic Switched Telephone Networks (PSTNs), interconnected via gatewaysoperable to facilitate communications between and among the variousnetworks. Network 115 can also include third-party communicationsnetworks, such as a Global System for Mobile (GSM) mobile communicationsnetwork, a code/time division multiple access (CDMA/TDMA) mobilecommunications network, a 3rd or 4th generation (3G/4G) mobilecommunications network (e.g., General Packet Radio Service(GPRS/EGPRS)), Enhanced Data rates for GSM Evolution (EDGE), UniversalMobile Telecommunications System (UMTS), or Long Term Evolution (LTE)network, or other communications networks.

Organization server 120 may be a web server (e.g., HTTP server) that isused to serve static or dynamic content such as websites and may becommunicably connected to one or more application servers for dynamiccontent processing. The data stores 135 and 140 can be used to managestorage and access to data. User contact with organization server 120may occur through sessions (e.g., interactions devoted to a period ofcontact through one or more channels). Organization server 120 may beassociated with a membership organization, and the users may be membersor potential members of the membership organization. The organizationmay be a financial institution, or any kind of entity providing any typeof service.

Data stores 135 and 140 may be a data repository of a set of integratedobjects that are modeled using classes defined in database schemas. Datastore may further include flat files that can store data. Data stores135 and 140 may store information about users, including employmentinformation, account balances, credit ratings, home ownershipinformation, annual salary, length of membership, and/or otherinformation. Organization server 120 and/or other servers may collectand/or access data from the data stores.

Call center 125 may be a centralized office including representatives130 who exchange communications with customers. Representatives 130 mayprovide product support or answer inquiries from users by voice onlycalls, chat, fax, instant messaging, voice and data phone calls (usinge.g., VoIP), electronic messaging, etc. In some embodiments, call center125 may include workstations for each representative and telephoneheadsets connected to a telecom switch.

Representatives 130 may have access to a computer system associated withthe organization or authorized third parties and may access the datastores 135 and 140 for account information, user information, securityinformation, and other stored information. In addition, third partiesmay provide information relating to the user such as the location of theuser, a credit score of the user, or any other information.

FIG. 2 is a block diagram illustrating components that can be includedin a system such as system 100. For example, the components discussed inrelationship to FIG. 2 may be used in connection with a mobileapplication that allows the user to access accounts or other aspects ofthe organization, and further allows the user to engage in a voice anddata call with a representative of the organization without requiringthe user to re-authenticate.

According to the embodiments shown in FIG. 2, system 200 may includememory 205, processor(s) 210, authentication request module 215,authenticator 220, activity module 225, call request module 230,connection detector 235, data collector 240, voice and data callinitiator 245, notification module 250, call termination module 255, andGraphic User Interface (GUI) generation module 260. Other embodiments ofthe present disclosure may include some, all, or none of these modulesand components along with other modules, applications, and/orcomponents. The modules and components illustrated in FIG. 2 may behardware, firmware, or software or a combination. Still yet, someembodiments may incorporate two or more of these modules into a singlemodule and/or associate a portion of the functionality of one or more ofthese modules with a different module.

Memory 205 can be any device, mechanism, or populated data structureused for storing information. In accordance with some embodiments of thepresent disclosure, memory 205 can encompass any type of, but is notlimited to, volatile memory, nonvolatile memory and dynamic memory. Forexample, memory 205 can be random access memory, memory storage devices,optical memory devices, magnetic media, floppy disks, magnetic tapes,hard drives, SIMMs, SDRAM, DIMMs, RDRAM, DDR RAM, SODIMMS, erasableprogrammable read-only memories (EPROMs), electrically erasableprogrammable read-only memories (EEPROMs), compact discs, DVDs, and/orthe like. In accordance with some embodiments, memory 205 may includeone or more disk drives, flash drives, one or more databases, one ormore tables, one or more files, local cache memories, processor cachememories, relational databases, flat databases, and/or the like. Inaddition, those of ordinary skill in the art will appreciate manyadditional devices and techniques for storing information which can beused as memory 205.

Memory 205 may be used to store instructions for running one or moreapplications or modules on processor(s) 210. For example, memory 205could be used in one or more embodiments to house all or some of theinstructions needed to execute the functionality of authenticationrequest module 215, authenticator 220, activity module 225, call requestmodule 230, connection detector 235, data collector 240, voice and datacall initiator 245, notification module 250, call termination module255, and GUI generation module 260.

Authentication request module 215 may be configured to receive a requestfor authenticating a user to a channel such as to an application or adevice. For example, authentication request module 215 may request theuser to provide authentication information, such as, a personalidentification number (PIN) or username/password to authenticate theuser to the mobile application. Other authentication information mayinclude biometrics (e.g., voice, fingerprint, behavioral), devicefingerprint, gestures, patterns, and static information relating to theuser.

Authenticator 220 may be configured to receive the authenticationinformation from authentication request module 215 and to authenticatethe user to the application or device, allowing the user to engage inactivities with the organization through the application or device. Forexample, authenticator 220 may verify the authentication informationprovided by the user and provide access to the mobile application uponverification.

Activity module 225 may be configured to receive requests from the userto engage in one or more activities with the organization after the useris authenticated by authenticator 220. The request for an activity maybe received by the organization through channel communication module 315during a session with the user. Activities may include user interactionswith the organization such as viewing a webpage, transferring funds,accessing an account, purchasing insurance, depositing funds, opening anaccount, paying a bill, and requesting a line of credit or a creditcard. Due to regulatory and/or business restrictions, users may engagein some activities only via specific channels.

Call request module 230 is configured to receive a request for a voiceand data call to the organization. For example, the user may beattempting to transfer funds using the mobile application and select anoption to speak with a representative. The mobile application mayinclude a webpage, link or other place for the user to select “CALL AREPRESENTATIVE.” A selection of the option to call the representativemay initiate a call by the voice and data call initiator 245 from withinthe mobile application. In some embodiments, the “CALL A REPRESENTATIVE”selection may push a notification to the call center to have arepresentative initiate a call to the user.

Connection detector 235 may be configured to receive the call requestfrom call request module 230 and detect, receive, and/or determinewhether a connection between the mobile device and a communicationsnetwork can support a voice and data call. To establish a voice and datacall, a connection with sufficient bandwidth may be needed. If anadequate connection is not available, the user may be notified that avoice and data call is not possible, and may be presented withalternative communication options such as text messaging or a voice onlycall. Connection detector 235 may communicate the connectionavailability information to voice and data call initiator 245. In someembodiments, the connection detector 235 may detect that a networkconnection sufficient to support a voice and data call is available.

Data collector 240 may be configured to collect authenticationinformation, contextual information, and/or other data from the user'ssession with the application such as information from the activitymodule 225. Authentication information may include the authenticationinformation supplied by the user to logon to the mobile application, orit may include other data gathered by or provided to the mobileapplication that can be used to authenticate the user (e.g., biometricinformation, gestures, patterns, static information relating to theuser, etc.). Authentication information may be used by the organizationto authenticate the user to the second channel without requiring theuser to re-enter, repeat, re-supply or otherwise provide additionalauthentication information on the new channel.

Contextual information may include, for example, the channel from whichthe call was initiated (e.g., mobile application from the user's mobiledevice), the webpage or feature of the mobile application from which thecall selection was made, or other information identifying the activitythat the user was engaging in prior to selecting the link to initiatethe call to the representative. Contextual data may be used by theorganization to more efficiently understand the reason for the call andto direct the user's call. In some embodiments, other data may becollected such as pictures, documents, etc. The data collected by datacollector 240 may be transferred to the organization with the initiationof the voice and data call via the voice and data call initiator 245.

Voice and data call initiator 245 may be configured to initiate a voiceand data call from within the application after receiving the requestfrom the call request module 230. In some embodiments, voice and datacall initiator 245 cannot initiate the voice and data call until asufficient network (e.g., one that is capable of supporting VoIP) isavailable as indicated by connection detector 235. If a sufficientnetwork is unavailable, then the organization or mobile application maysuggest a voice only call, chat, instant message, or other method ofcommunication.

Assuming an adequate network connection, in connection with the voicecall, data collected by data collector 240 may be transmitted to theorganization, and may be received by organization server 120. Asdiscussed, the data may include authentication data. Authentication datamay include the authentication information provided by the user inauthenticating the user to the mobile application (e.g., PIN,username/password, fingerprint, etc.). These authentication informationmay be used in authenticating the user to the organization. Other datamay be transferred such as a phone number, device fingerprint, browsersettings, etc. Data sent by voice and data call initiator 245 mayinclude contextual information. In some embodiments, the upfrontprocesses verify the user's authentication information sent inconnection with the voice and data call and no further authentication isnecessary. In other embodiments, the representative verifies the user'sauthentication information. The user may be authenticated to variouslevels depending upon the authentication information provided. Theauthentication level may be indicated to the representative.

In some embodiments, data sent to a representative identifies that theuser has been authenticated and may include information indicating theinformation provided by the user to be authenticated, the type ofinformation provided by the user (e.g., PIN), the device or medium theauthentication information was provided to, etc. In some embodiments,the session identification number may be assigned when the user isauthenticated to the first channel. The session identification numberand a PIN may be sent to the representative in connection with the voiceand data call. The representative may use session identification and thePIN to view the user's contextual information (e.g., a webpage or view).

Contextual information may be used by the organization to determinewhere to route the call. Contextual information may include the channelfrom which the call was initiated, the activity the user was engagingin, a webpage, view and/or a document/media relating to the activity(e.g., insurance claim, photos of an accident, account statement, etc.).The activities of the user are examined to determine a uniquely skilledrepresentative to receive the call. Availability of the uniquely skilledmay be determined. For example, if the user was attempting to transferfunds from one account to a second account, and selected the option tocall a representative on the account transfer page, contextualinformation identifying that the user was on the transfer money page ofthe mobile application may be transmitted to the organization via thevoice and data call, allowing the organization to route the call to arepresentative or group of representatives specializing in accounttransfers (if necessary). In some embodiments, the contextualinformation may be transferred to a representative and displayed on therepresentative's screen. In this way, the representative may morequickly understand the user's question or situation.

In some circumstances, the contextual information may not adequatelyidentify the nature of the call. The call may instead be routed to aninteractive voice response (IVR) system for further processing. In someembodiments, the user may be authenticated using the authenticationinformation transferred with the call even if the call goes to the IVRsystem. Thus, instead of providing authentication information, the useris automatically authenticated and the IVR system may ask questions onlyto determine which representative is suited to assist the user. Afterthe IVR system determines the proper representative and routes the call,the contextual information may be provided to the representative.

Notification module 250 may be configured to receive and indicateavailability information relating to representatives from theorganization or connection status. Notifications may be received viatext message, the mobile application, electronic message, etc. Forexample, information regarding wait times may be provided and displayedon a user interface. In some embodiments, if the wait is over a certainamount of time for a particular representative, the notification modulemay suggest a different option such as an instant message, chat, orelectronic messaging. In some embodiments, upon detection of aninsufficient network connection by connection detector 235, notificationmodule 250 may be configured to notify the user that a voice and dataconnection could not be established. Notification module 250 may beconfigured to notify the user of alternative communications such as avoice only call, instant message, etc.

Notification module 250 may be further configured to present informationrelating to the representative assigned to answer the call. For example,the user may be notified of the representative's name, area ofexpertise, years of service, and home town. This may create a morepersonal experience for the user.

Call termination module 255 may be configured to return the user to thefirst channel (e.g., the mobile application) after the voice and datacall is competed. In some embodiments, the user's activity on the firstchannel is suspended while the user is interacting on the secondchannel. The user may be returned to the previous function, webpage, oractivity once the voice and data call is over. In some embodiments, theuser may view updates to the user's account from the representative innear real-time while on the voice and data call with the representative.

GUI generation module 260 can generate one or more GUI screens thatallow for interaction with a user. In at least one embodiment, GUIgeneration module 260 generates a graphical user interface receivingand/or conveying information to the user, and allowing a user to viewaccounts, report losses, track claims status, set preferences, andreceive notifications.

According to the embodiments shown in FIG. 3, system 300 may includememory 305, processor(s) 310, channel communication module 315, voiceand data call receiver 320, voice and data call router 325,authenticator 330, representative availability module 335, contextualinformation module 340, synchronization module 345, and GUI generationmodule 350. Other embodiments of the present disclosure may includesome, all, or none of these modules and components along with othermodules, applications, and/or components discussed relating to FIG. 2.The modules and components illustrated in FIG. 3 may be hardware,firmware, or software or a combination. Still yet, some embodiments mayincorporate two or more of these modules into a single module and/orassociate a portion of the functionality of one or more of these moduleswith a different module.

Memory 305 can be any device, mechanism, or populated data structureused for storing information. In accordance with some embodiments of thepresent disclosure, memory 305 can encompass any type of, but is notlimited to, volatile memory, nonvolatile memory and dynamic memory. Forexample, memory 305 can be random access memory, memory storage devices,optical memory devices, magnetic media, floppy disks, magnetic tapes,hard drives, SIMMs, SDRAM, DIMMs, RDRAM, DDR RAM, SODIMMS, erasableprogrammable read-only memories (EPROMs), electrically erasableprogrammable read-only memories (EEPROMs), compact discs, DVDs, and/orthe like. In accordance with some embodiments, memory 305 may includeone or more disk drives, flash drives, one or more databases, one ormore tables, one or more files, local cache memories, processor cachememories, relational databases, flat databases, and/or the like. Inaddition, those of ordinary skill in the art will appreciate manyadditional devices and techniques for storing information which can beused as memory 305.

Memory 305 may be used to store instructions for running one or moreapplications or modules on processor(s) 310. For example, memory 305could be used in one or more embodiments to house all or some of theinstructions needed to execute the functionality of channelcommunication module 315, voice and data call receiver 320, voice anddata call router 325, authenticator 330, representative availabilitymodule 335, contextual information module 340, synchronization module345, and GUI generation module 350.

Channel communication module 315 is configured to exchange communicationbetween the organization and users through various channels. Users mayinteract with the organization via the channel communication module 315during one or more sessions.

Voice and data call receiver 320 is configured to receive voice and datacalls initiated by the voice and data call initiator 245. The call mayinclude authentication credentials and contextual information asdiscussed above.

Voice and data call router 325 may be configured to analyze the datareceived in connection with the voice and data call and route the callbased on the data and routing rules defined by the business. Forexample, the call may be routed directly to a representative if the dataincludes contextual information regarding the context of the call (e.g.,the webpage from which the call was initiated from). If sufficient datais not provided or cannot be determined by the contextual information,then the call may be routed to a common number or to the IVR system todetermine where the call should be routed.

Authenticator 330 may be configured to authenticate the user at theorganization using information transferred during the voice and datacall. Authenticator 330 may use authentication data used to authenticatethe user to the first channel or other authentication informationtransferred in connection with the voice and data call to authenticatethe user to the second channel. The authentication may occur when thecall is received by the organization (e.g., at the IVR system, at therepresentative, or prior to reaching the IVR system or representative).Using this method of authentication, the user will not be required tore-supply authentication credentials in the same session.

In some embodiments, if the user is participating in a risky activitysuch as transferring a large sum of money to a foreign official, theuser may be asked to provide additional authentication informationdetermined by business rules. However, for typical transactions,additional authentication will be unnecessary.

Representative availability module 335 is configured to receive callrequests and determine whether a representative is available.Representative availability module 335 may communicate associatedrepresentative availability (e.g., wait times) to the notificationmodule 250 to notify the user.

Contextual information display module 340 is configured to receivecontextual information relating to the voice and data call and todisplay this information on the representative's screen. In someembodiments, the representative is provided only a reference to thewebpage the user is viewing. In other embodiments, the representativemay view the actual webpage that the user is viewing. By providing thecontextual information, the representative can better assist the user.

Synchronization module 345 may be configured to allow multiple partiesto be engaged simultaneously on different devices. In some embodiments,the multiple users and/or the representative may be viewing the samescreen. The second user may be authenticated by the first user or mayneed to supply additional authentication information. For example, if aspouse and a representative are discussing a feature relating to a jointaccount, the spouse may wish to engage the other spouse (“secondspouse”) in the conversation. Synchronization module 345 may beconfigured to initiate a voice and data call with the second spouse.Once the second spouse has been authenticated, contextual informationmay be transmitted to the other spouse's device, allowing the secondspouse to co-browse with the spouse and the representative.

GUI generation module 350 may be configured to generate one or more GUIscreens that allow for interaction with a user. In at least oneembodiment, GUI generation module 350 generates a GUI allowing arepresentative to view the contextual data received, and informationrelating to the user (e.g., accounts, insurance coverage, losses, claimsstatus, etc.). The GUI generation module 350 may be configured togenerate other GUI screens that otherwise receive or convey informationto the representative.

FIG. 4 is a flowchart illustrating a set of operations 400 forautomatically authenticating the user on a second channel during thesame session. In some embodiments, fewer than all of the operations areperformed, whereas in other embodiments additional operations areperformed. Moreover, in some embodiments, the operations may beperformed in different orders. The operations can be performed byvarious components in FIG. 2 and FIG. 3.

Authentication operation 410 receives authentication information andverifies the information to authenticate the user to a first channelsuch as a mobile application. Authentication may include receiving ausername/password combination, a PIN, token, pattern, static personalinformation, gestures, voice, etc. Authenticating the user to thechannel may begin a session with the user.

Transfer request operation 420 receives a request to transfer thesession to a second channel, such as a voice and data call. The requestmay be made by a user selecting a button to call a representative on awebpage of the mobile application.

Data receiving operation 430 receives data relating to the first channelcommunications. Data relating to the first channel communications mayinclude the authentication information used to authenticate the user tothe first channel, as well as contextual information relating to theactivities of the user on the first channel (e.g., webpage, activity,etc.).

Second channel authentication operation 440 authenticates the user onthe second channel using authentication information relating to thefirst channel communications received from data receiving operation 430.For example, the user's authenticating information provided to themobile application (e.g., PIN) may be transmitted to the organization.These authentication credentials may be used to automaticallyauthenticate the user to the second channel.

FIG. 5 is a flowchart illustrating a set of operations 500 forautomatically authenticating the user on a second channel during thesame session. In some embodiments, fewer than all of the operations areperformed, whereas in other embodiments additional operations areperformed. Moreover, in some embodiments, the operations may beperformed in different orders. The operations can be performed byvarious components in FIG. 2 and FIG. 3.

In downloading operation 510, a user downloads a mobile application to amobile device. The application may be published on a website of anorganization or otherwise available to a user. The mobile applicationmay allow the user to engage in activities with an organization such astransfer funds, view accounts, purchase insurance, purchase securities,make trades, or otherwise manage accounts.

In accessing operation 520, the user accesses the mobile application onthe mobile device and provides authentication information. Inauthenticating operation 530, the user is authenticated to the mobileapplication, allowing the user to interact with the organization usingthe mobile application in interacting operation 540. In selectingoperation 550, the user selects an option to call the organization,initiating a voice and data call to the organization. The selection tocall and the initiation of the call may be made from within the mobileapplication. Data in connection with the call may be sent to theorganization including authentication information and/or contextualinformation. In connecting operation 560, the user may be connected to arepresentative of the organization via a voice and data call. Inauthentication operation 570, the user is authenticated to the voice anddata call using at least a portion of the data transferred in connectionwith the voice and data call. It is specifically noted that operation570 may be done prior to or substantially simultaneously with operation560 in some embodiments.

FIG. 6 is a flowchart illustrating a set of operations 600 forautomatically authenticating the user on a second channel during thesame session. In some embodiments, fewer than all of the operations areperformed, whereas in other embodiments additional operations areperformed. Moreover, in some embodiments, the operations may beperformed in different orders. The operations can be performed byvarious components in FIG. 2 and FIG. 3.

Authentication credential receiving operation 610 receivesauthentication information into a mobile application. The authenticationinformation may include username/password and/or a PIN. Authenticatingoperation 620, the user is authenticated to the mobile application afterthe credentials are verified by the mobile application and/or theorganization. Session initiating operation 630 begins the session afterthe user is authenticated to the mobile application, allowing the userto engage in activities with the organization such as view accounts,purchase securities, and the like. Contextual information collectingoperation 640 collects contextual information relating to the user'ssession (e.g., webpage the user is viewing). Transfer request operation650 receives a request to transfer the session to a representative via avoice and data call. The transfer request may be received by the userselecting a link or otherwise selecting an option to call arepresentative within the mobile application. Voice and data callavailability operation 660 determines whether a voice and data call,such as a VoIP or comparable, connection is available. If not, inalternative option operation 670, a voice only call or other channel(e.g., chat, text message, email) option is provided to the user. If aVoIP connection is available, a voice and data call is initiated ininitiating operation 680. Transmitting operation 690 transmitsauthentication credentials and/or contextual information to theorganization in connection with the voice and data call.

FIG. 7 is a flowchart illustrating a set of operations 700 forautomatically authenticating the user on a second channel during thesame session. In some embodiments, fewer than all of the operations areperformed, whereas in other embodiments additional operations areperformed. Moreover, in some embodiments, the operations may beperformed in different orders. The operations can be performed byvarious components in FIG. 2 and FIG. 3.

Interacting operation 710 interacts with a user through a mobileapplication. Such interactions may include allowing a user to view anaccount, set up a new account, transfer funds, etc. VoIP call requestoperation 720 receives a request for a VoIP call initiated from themobile application of the user's mobile device. The request may includeinformation such as the authentication information the user entered toauthenticate to the mobile application as well as information regardingthe interactions the user had with the organization prior to or whilemaking the VoIP call to the organization.

After receiving the call request, sufficiency operation 730 determineswhether the contextual information (e.g., webpage that the call wasinitiated from) relating to VoIP call is sufficient to determine arouting. If not, routing operation 740 routes the call to an IVR or to acommon number to determine where the call should be routed. In someembodiments the call is routed to a representative who does notspecialize. If the contextual data included in the VoIP call issufficient to determine which representative the call should beforwarded to, representative availability determining operation 750determines whether an appropriate representative is available. If theappropriate representative is determined to be unavailable, optionspresenting operation 780 presents options to the user such as waitingfor an estimated amount of time, using a different channel, callingback, etc. If the appropriate representative is determined to beavailable, routing call operation 760 routes the call to the appropriaterepresentative based on the contextual information.

Automatic authentication operation 770 authenticates the user based onthe transferred authentication information or based on other informationtransferred in connection with the VoIP call. In some embodiments,automatic authentication operation 770 may occur after VoIP call requestoperation 720.

FIG. 8 is a sequence diagram illustrating an example of authenticating auser in accordance with various embodiments of the disclosure. The stepsin the sequence diagram may be performed using some, all or none of thecomponents described in FIGS. 2 and 3.

In sequence 805A and 805B, the user selects an option to call arepresentative either by stating “Call Rep” or pressing a “Call Rep”button while in a mobile application. A VoIP confirmation page isdisplayed (sequence 810). The user may select whether to proceed withVoIP call (sequence 815). If the user selects not to proceed with theVoIP call, the mobile application returns the user to the previousfunction or page that the user was accessing prior to selecting the“Call Rep” function (sequence 820).

If the user decides to proceed with the VoIP call, an XpressAuthentication service call is initiated to the organization (sequence825). The user may be authenticated with data sent from the mobileapplication, and the organization may determine the representative bestequipped to answer the user's call based on contextual information sentby the mobile application. The representative's availability is checked(sequence 830). The service call may provide a session initiationprotocol (SIP) address that is used to initiate the call, and the SIPmay return a number to call and an indication of whether the uniquelyskilled representative is available. The mobile application receives anindication of the representative's availability (sequence 835). Inresponse, the mobile application displays a page indicating that arepresentative is unavailable and returns the user to a contact page ofthe mobile application (sequence 840). If a representative is available,the mobile application initiates a VoIP session (sequence 845), whichmay display the VoIP mobile application page to the user (sequence 850).The mobile application/user is connected to the representative (sequence855). After the user is finished speaking to the representative, thecall is terminated (sequence 860). Upon termination, the user may bereturned to the previous function or page of the mobile application(sequence 820). In some embodiments, when the user indicates that theuser would like to proceed with the VoIP session (sequence 815), themobile application may display a page indicating that an error occurredand that the call will not be made (sequence 865). This may occur if thenetwork connection is insufficient or for other reasons. In someembodiments, if contextual information is unknown, the user may bepresented with a call tree with a choice of numbers for the user toselect from. This may direct the user to a uniquely skilledrepresentative in the event that contextual information is unknown.

FIG. 9 is a diagram illustrating an example of authenticating a user inaccordance with various embodiments of the disclosure. In FIG. 9, theuser is presented with a home screen of a mobile application (sequence905). An example of a home screen user interface is depicted in FIG. 10.The user may select an activity of Transfer/Deposits (sequence 910). Anexample of a user interface depicting this selection is shown in FIG.11. If the user has not already been asked, the user may be asked toprovide authentication information to logon to the mobile application(sequence 915). After logging on to the mobile application, the user mayselect Transfer Funds (sequence 920A). Alternatively, the user may viewthe user's accounts by selecting My Accounts, then Deposit AccountSummary (sequence 920B). The user may select a menu and then an optionto Transfer Funds (sequence 920A). An example of a Transfer Funds userinterface is depicted in FIG. 12.

The user may touch “Contact Us” on the user interface (sequence 925A),or the user may speak “Call USAA” or the equivalent to call arepresentative (sequence 925B). In response to the selection to call arepresentative, a “Contact Us” page may be displayed (sequence 930). Anexample of a user interface displaying a “Contact Us” page is shown inFIG. 13. As shown in FIG. 13, the Contact Us page may identify theuser's current activity (e.g., transfer funds). The Contact Us page mayallow the user to make a selection to call the organization from withinthe mobile application (“Yes, Call USAA Now”) or to make a selection tosee contact information (“No, Show Me Contact Info”). If the user makesa selection to “Call USAA Now” (sequence 935), it is determined whetherthis is a first time call (sequence 940). If it is a first time call,then phone number settings are confirmed or collected (sequence 945). Anexample of a process confirming phone number settings is shown in FIG.14 (confirming call-back numbers), FIG. 15 (allowing user to add anothercall-back number), and FIG. 16 (confirming that the organization willcall the user back at the specified number if the call becomesdisconnected). It is determined whether a representative is available(sequence 950). If a representative is available, a call is made fromwithin the application (sequence 955). An example of a user interfacedepicting an initiation of an “in-app call” (call made from within themobile application) is shown in FIG. 17. When the call is terminated(sequence 960), the user may be returned to the previous function orpage (e.g., transfer funds page).

If a representative is unavailable, then the mobile application ends thecall (sequence 965, 970). The native phone application will re-launchthe application (sequence 975 and 980), and the user will be returned tothe transfer funds page.

FIG. 10 through FIG. 17 depict examples of user interfaces that may beused in connection with a mobile application in accordance with variousembodiments of the disclosure.

FIG. 18 through FIG. 21 depict examples of displays on arepresentative's workstation prior to or during a voice and data call.As discussed above, contextual information and authenticationinformation may be provided to the representative in connection with thevoice and data call. In FIG. 18, the representative may be alerted to anincoming call. In FIG. 19, the representative is alerted that the callis connected. In FIG. 20, a user interface displaying informationregarding the caller and the contextual information is depicted.Additional data regarding the caller, including the callerauthentication status (“High Risk Authenticated”) and a contact reason(the representative can click to see), may be displayed on the userinterface for the representative. If the representative chooses theclick to see, shown in FIG. 21, the representative can see that the useris browsing the “Funds Transfer Mobile Page.” Alternatively, or inadditional to the click to see feature, the user interface may display aview or webpage that the user was viewing prior to or during the voiceand data call. An indication of whether co-browsing is available may beshown as well.

Computer System Overview

Embodiments of the present disclosure include various steps andoperations, which have been described above. A variety of these stepsand operations may be performed by hardware components or may beembodied in machine-executable instructions, which may be used to causea general-purpose or special-purpose processor programmed with theinstructions to perform the steps. Alternatively, the steps may beperformed by a combination of hardware, software, and/or firmware. Assuch, FIG. 22 is an example of a computer system 2200 with whichembodiments of the present disclosure may be utilized. According to thepresent example, the computer system includes a bus 2210, at least oneprocessor 2220, at least one communication port 2230, a main memory2240, a removable storage media 2250, a read only memory 2260, and amass storage 2270.

Processor(s) 2220 can be any known processor, such as, but not limitedto, an Intel® Itanium® or Itanium 2® processor(s), or AMD® Opteron® orAthlon MP® processor(s), or Motorola® lines of processors. Communicationport(s) 2230 can be any of an RS-232 port for use with a modem baseddialup connection, a 10/100 Ethernet port, or a Gigabit port usingcopper or fiber. Communication port(s) 2230 may be chosen depending on anetwork such a Local Area Network (LAN), Wide Area Network (WAN), or anynetwork to which the computer system 2200 connects.

Main memory 2240 can be Random Access Memory (RAM), or any other dynamicstorage device(s) commonly known in the art. Read only memory 2260 canbe any static storage device(s) such as Programmable Read Only Memory(PROM) chips for storing static information such as instructions forprocessor 2220.

Mass storage 2270 can be used to store information and instructions. Forexample, hard disks such as the Adaptec® family of SCSI drives, anoptical disc, an array of disks such as RAID, such as the Adaptec familyof RAID drives, or any other mass storage devices may be used.

Bus 2210 communicatively couples processor(s) 2220 with the othermemory, storage and communication blocks. Bus 2210 can be a PCI/PCI-X orSCSI based system bus depending on the storage devices used.

Removable storage media 2250 can be any kind of external hard-drives,floppy drives, IOMEGA® Zip Drives, Compact Disc-Read Only Memory(CD-ROM), Compact Disc-Re-Writable (CD-RW), Digital Video Disc-Read OnlyMemory (DVD-ROM).

The components described above are meant to exemplify some types ofpossibilities. In no way should the aforementioned examples limit thedisclosure, as they are only exemplary embodiments.

TERMINOLOGY

Brief definitions of terms, abbreviations, and phrases used throughoutthis application are given below.

The terms “connected” or “coupled” and related terms are used in anoperational sense and are not necessarily limited to a direct physicalconnection or coupling. Thus, for example, two devices may be coupleddirectly, or via one or more intermediary media or devices. As anotherexample, devices may be coupled in such a way that information can bepassed therebetween, while not sharing any physical connection with oneanother. Based on the disclosure provided herein, one of ordinary skillin the art will appreciate a variety of ways in which connection orcoupling exists in accordance with the aforementioned definition.

The phrases “in some embodiments,” “according to some embodiments,” “inthe embodiments shown,” “in other embodiments,” “embodiments,” and thelike generally mean the particular feature, structure, or characteristicfollowing the phrase is included in at least one embodiment of thepresent disclosure, and may be included in more than one embodiment ofthe present disclosure. In addition, such phrases do not necessarilyrefer to the same embodiments or different embodiments.

If the specification states a component or feature “may”, “can”,“could”, or “might” be included or have a characteristic, thatparticular component or feature is not required to be included or havethe characteristic.

The term “responsive” includes completely or partially responsive.

The term “module” refers broadly to a software, hardware, or firmware(or any combination thereof) component. Modules are typically functionalcomponents that can generate useful data or other output using specifiedinput(s). A module may or may not be self-contained. An applicationprogram (also called an “application”) may include one or more modules,or a module can include one or more application programs.

The term “network” generally refers to a group of interconnected devicescapable of exchanging information. A network may be as few as severalpersonal computers on a Local Area Network (LAN) or as large as theInternet, a worldwide network of computers. As used herein, “network” isintended to encompass any network capable of transmitting informationfrom one entity to another. In some cases, a network may be comprised ofmultiple networks, even multiple heterogeneous networks, such as one ormore border networks, voice networks, broadband networks, financialnetworks, service provider networks, Internet Service Provider (ISP)networks, and/or Public Switched Telephone Networks (PSTNs),interconnected via gateways operable to facilitate communicationsbetween and among the various networks.

Embodiments of the present disclosure may be provided as a computerprogram product which may include a machine-readable medium havingstored thereon instructions which may be used to program a computer (orother electronic devices) to perform a process. The machine-readablemedium may include, but is not limited to, floppy diskettes, opticaldiscs, compact disc read-only memories (CD-ROMs), and magneto-opticaldiscs, ROMs, random access memories (RAMs), erasable programmableread-only memories (EPROMs), electrically erasable programmableread-only memories (EEPROMs), magnetic or optical cards, flash memory,or other type of media/machine-readable medium suitable for storingelectronic instructions. Moreover, embodiments of the present disclosuremay also be downloaded as a computer program product, wherein theprogram may be transferred from a remote computer to a requestingcomputer by way of data signals embodied in a carrier wave or otherpropagation medium via a communication link (e.g., a modem or networkconnection).

Also, for the sake of illustration, various embodiments of the presentdisclosure have herein been described in the context of computerprograms, physical components, and logical interactions within moderncomputer networks. Importantly, while these embodiments describe variousembodiments of the present disclosure in relation to modern computernetworks and programs, the method and apparatus described herein areequally applicable to other systems, devices, and networks as oneskilled in the art will appreciate. As such, the illustratedapplications of the embodiments of the present disclosure are not meantto be limiting, but instead examples. Other systems, devices, andnetworks to which embodiments of the present disclosure are applicableinclude, but are not limited to, other types of communication andcomputer devices and systems. More specifically, embodiments areapplicable to communication systems, services, and devices such as cellphone networks and compatible devices. In addition, embodiments areapplicable to all levels of computing from the personal computer tolarge network mainframes and servers.

In conclusion, the present disclosure provides novel systems, methodsand arrangements for multiple channel authentication. While detaileddescriptions of one or more embodiments of the disclosure have beengiven above, various alternatives, modifications, and equivalents willbe apparent to those skilled in the art without varying from the spiritof the disclosure. For example, while the embodiments described aboverefer to particular features, the scope of this disclosure also includesembodiments having different combinations of features and embodimentsthat do not include all of the described features. Accordingly, thescope of the present disclosure is intended to embrace all suchalternatives, modifications, and variations as fall within the scope ofthe claims, together with all equivalents thereof. Therefore, the abovedescription should not be taken as limiting.

What is claimed is:
 1. A method comprising: receiving authenticationinformation of a user into a mobile application installed on a device,the mobile application allowing the user to engage in activities throughthe mobile application; authenticating the user to the mobileapplication; initiating, in response to receiving a request from theuser, a voice and data call to an organization, the call initiated fromwithin the mobile application, wherein initiating the voice and datacall includes transferring the authentication information in connectionwith the voice and data call to allow pass-through authentication to arepresentative of the organization, transferring, in connection with thevoice and data call, data related to existing or prior activities on thedevice; determining whether the data related to the existing or prioractivities on the device is sufficient to determine a routing for thevoice and data call, wherein when the data related to the existing orprior activities on the device is insufficient to determine a routingfor the voice and data call, routing the voice and data call to aninteractive voice response system, wherein when the data related to theexisting or prior activities on the device is sufficient to determine arouting for the voice and data call, routing the voice and data call tothe representative based at least in part on the data related to theexisting or prior activities on the device; and authenticating a seconduser to the voice and data call on a second device.
 2. The method ofclaim 1, further comprising: determining whether a connection betweenthe device and a communications network can support the voice and datacall.
 3. The method of claim 1, further comprising: indicating, to theuser, that the representative of the organization could not be contactedthrough the voice and data call; and presenting, to the user, additionalchannels for the user to communicate with the representative.
 4. Themethod of claim 3, wherein the additional channels include at least oneof: text messaging, a voice call, chat, web, video call, or electronicmail.
 5. The method of claim 1, wherein the data related to theactivities comprises a webpage or view the user was accessing within themobile application.
 6. The method of claim 1, wherein the data relatedto the activities comprises media relating to the activities.
 7. Themethod of claim 1, wherein the voice and data call is routed based on acontent of the data related to the activities the user was engaging inprior to the voice and data call.
 8. The method of claim 1, wherein thevoice and data call is routed based on an assumption of user intent,wherein the assumption of user intent is determined using predictiveanalytics.
 9. The method of claim 1, wherein the voice and data call issuspended when the user answers an incoming legacy phone call.
 10. Themethod of claim 8, wherein the user is returned to the activity withinthe mobile application that the user was engaging in prior to the voiceand data call.
 11. The method of claim 1, further comprising: presentinginformation relating to the representative.
 12. The method of claim 1,further comprising transmitting the contextual data to the seconddevice.
 13. A computerized method comprising: receiving authenticationinformation from a user on a first channel; authenticating the user onthe first channel thereby initiating a session between the user and anorganization; allowing the user to engage in activities with theorganization through the first channel; receiving a request tocommunicate with the user on a second channel; transferring the sessionto the second channel in response to receiving the request, wherein thesecond channel is a voice and data call with a representative of theorganization, wherein transferring the session to the second channelincludes passing through authentication information to authenticate theuser to the second channel, wherein transferring the session to thesecond channel further includes transferring data relating to theactivities the user was engaging in prior to receiving the request totransfer the session; and determining whether the data related to theactivities the user was engaging in prior to receiving the request totransfer the session is sufficient to determine a routing for the voiceand data call, wherein when the data related to the activities the userwas engaging in prior to receiving the request to transfer the sessionis insufficient to determine a routing for the voice and data call,routing the voice and data call to an interactive voice response system,wherein when the data related to the activities the user was engaging inprior to receiving the request to transfer the session is sufficient todetermine a routing for the voice and data call, routing the voice anddata call to the representative based at least in part on the datarelated to the activities the user was engaging in prior to receivingthe request to transfer the session; and authenticating a second user tothe voice and data call on a second device.
 14. The method of claim 13,wherein the first channel and the second channel are not the same typeof channel, wherein types of channels include: a mobile application, avoice and data call, a voice call, a webpage, a web portal, a device,ATM, watch, vehicle, television, game console, connected smart devices,and a personal computer.
 15. The method of claim 13, wherein the firstchannel is a mobile application.
 16. The method of claim 15, wherein thevoice and data call is initiated from within the mobile application. 17.The method of claim 13, wherein the user is authenticated to the secondchannel using the authentication information.
 18. A method comprising:receiving a request for a combined voice and data call, the callinitiated from within a mobile application, the request includingauthentication information and contextual information relating to acurrent exchange between the mobile application and an organization;authenticating a user with the authentication information; determiningwhether the contextual information relating to the current exchangebetween the mobile application and the organization is sufficient todetermine a routing for the combined voice and data call, wherein whenthe contextual information relating to the current exchange between themobile application and the organization is insufficient to determine arouting for the combined voice and data call, routing the combined voiceand data call to an interactive voice response system, wherein when thecontextual information relating to the current exchange between themobile application and the organization is sufficient to determine arouting for the combined voice and data call, routing the combined voiceand data call to the representative based at least in part on thecontextual information relating to the current exchange between themobile application and the organization, routing the combined voice anddata call to a uniquely skilled representative based on the contextualinformation to continue the current exchange; authenticating a seconduser to the combined voice and data call on a second device; andtransmitting the contextual data to the second device.
 19. The method ofclaim 18, further comprising: displaying the contextual information, theauthentication information, and a method of authentication on a screento the representative, wherein the contextual information includes anactivity of the mobile application.
 20. The method of claim 19, whereinthe activity includes one of the following: submitting an insuranceclaim, applying for a loan, transferring money, applying for insurancecoverage, checking a bank statement, and setting up a new financialaccount.
 21. The method of claim 18, further comprising: determiningthat the uniquely skilled representative is currently unavailable;indicating to the user that the uniquely skilled representatives isunavailable; and suggesting alternative channels to continue theinteractive exchange.